SPECIALISED AGENTS / WORKFLOW GUIDE
Customer support with investigation and resolution
Investigate requests across records and prepare a reviewed resolution
How the agents work together
An intake agent identifies the issue. An investigation agent retrieves relevant order, service, or account records. A resolution agent proposes an action using approved policies. A separate reviewer checks whether the response is supported by the records and addresses the customer’s question.
- Request classification
- Record investigation
- Resolution planning
- Response drafting
- Quality review
Investigate a delivery marked complete
A customer says their order never arrived, but the order system shows it as delivered. The intake agent links the message to the order. The investigation agent checks the dispatch record, tracking history, and any delivery confirmation, then puts the conflicting evidence into a short timeline.
If the records do not establish where the parcel went, the agent drafts a carrier enquiry and a customer update without claiming the issue is resolved. A support lead reviews the evidence and approves any replacement or refund. The case stays open until the agreed resolution is recorded.
Where people approve decisions
Refunds, account changes, exceptions, and sensitive complaints.
How to measure improvement
Track investigation time, unresolved requests, reopened cases, and corrections to suggested resolutions.